Customer Experience Specialist

CyberVadis is a company in the Information Security industry, and we are currently seeking a dedicated Customer Experience Specialist to join our growing team. This is a dual role: you will manage a dedicated portfolio of rated companies as their main point of contact, while also coordinating the content and community initiatives that keep our clients engaged beyond day-to-day support.

If you're excited to be part of a winning team and enjoy switching between direct client relationships and creative content work, CyberVadis is the perfect place to advance your career. We are looking for a candidate who is passionate about customer service, has excellent communication skills, is comfortable coordinating several stakeholders and projects at once, and is eager to contribute to our mission of enhancing cybersecurity standards globally.

Responsibilities

Customer Experience

• Deliver exceptional customer support to rated companies via email, phone, and live chat, ensuring a seamless and positive experience at every touchpoint.

• Own a dedicated portfolio of accounts, acting as the main point of contact and building lasting relationships with assigned clients.

• Guide clients in navigating the platform, helping them understand and utilize its features to their full potential.

• Investigate and resolve customer issues efficiently, ensuring timely follow-up and clear communication throughout the process.

• Support post-assessment activities such as scorecard education, improvement plan guidance, and other client retention initiatives.

• Educate clients on cybersecurity best practices and how to enhance their performance within our framework.

• Maintain accurate, detailed records of customer interactions and support activities in accordance with internal procedures.

• Collaborate closely with internal teams (Product, Tech, Account Management) to resolve client concerns and continuously improve the user experience.

Additional Tasks

• Coordinates the logistics of client-facing content (use cases, videos, newsletters, articles) that showcases client success and platform value: collect client input and approvals, track deadlines, and keep all stakeholders aligned.

• Support the organization of client online events and webinars, scheduling, invitations and registrations, speaker coordination, platform setup, and post-event follow-up.

• Share client feedback and recurring questions with the relevant teams to help improve self-service resources, including FAQs, user guides, and knowledge base articles.

• Help monitor external content, contributing ideas on improving the vendor journey.

This description is not exhaustive; responsibilities may evolve as the team and platform grow.

Requirements

• Proven experience (2+ years) in a customer support / customer success role, preferably in a technology environment.

• Strong organizational skills, with experience coordinating projects or events

• A customer-centric mindset and strong problem-solving abilities

• Excellent communication skills, both written and verbal, with the ability to adapt tone across formats and channels.

• AI Enthusiast: You are highly motivated by the potential of artificial intelligence and eager to experiment with new technologies.

• Ability to work independently and manage several ongoing initiatives (support and content/campaigns) at once.

• Multilingual skills: Proficient French and English are mandatory, other languages would be a plus.

Preferred Qualifications

• Bachelor's degree in a related field or equivalent 2+ years of work experience.

• Background or interest in marketing, communications, or content creation, in addition to customer-facing experience.

• Experience building or managing a client community or loyalty program.